PARIS, Nov. 16—FedEx Express, the world’s largest express transportation company and a subsidiary of FedEx Corp. (NYSE: FDX), was awarded the “Customer Services of the Year Award 2012” * in the ‘letters and parcel distribution’ category for the second year in a row, based on the annual independent study from Inférence Opérations-Viséo Conseil.
This award provides an important and reliable quality benchmark and demonstrates that the FedEx team uses all resources at every level of the business, to provide simple and efficient solutions as part of their high-quality and long-lasting customer relationships.
Across all channels assessed—telephone, email, online and mail—FedEx scored particularly high for online services, with the highest score in the sector. “Offering the best service experience to our customers is one of our core differentiators. This prize rewards the team spirit and the responsiveness of team members who passionately provide outstanding customer service across the globe. For the second year in a row, it recognizes their daily contribution, and provides us with a means of saying thank you.”, said Nathalie Amiel-Ferrault, vice president, EMEA Customer Experience and MEIA Marketing, FedEx Express.
The assessment found that this year 100% of emails are replied to within two business-days. The corporate website is also acclaimed for its quick access to information, the quality and relevance of its answers and its overall look. FedEx customer service representatives have been recognized for their skills and efficiency.
A key date in the customer services calendar, the “Customer Services of the Year Award”* is in its fifth year and assesses the quality of a company’s customer services. Their efficiency is assessed according to specific criteria, using key principles such as accessibility, responsiveness, receptiveness, objectivity, responsibility, personalisation, pro-activeness and conviviality.
*Inférence Opérations – Vidéo Conseil Study carried out between May and July 2011 using mystery clients, with 215 communications carried out using telephone, internet and postal services.